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ERIC Number: ED419938
Record Type: Non-Journal
Publication Date: 1998
Pages: 282
Abstractor: N/A
Reference Count: N/A
New Directions in Customer Service. The Right Tool for the Job.
State Univ. of New York, Albany. Rockefeller Coll.; Eddy/Northeast Health, Troy, NY.
This curriculum was designed to provide 20 hours of training to experienced employees (Certified Nursing Assistants or Home Health Aides) using seven stand-alone modules supported by training process guides. The materials are suitable for workplace literacy programs for adults with low levels of English literacy skills. The curriculum uses a participatory approach to workplace literacy with a focus on interpersonal and team skill development. The program contains the following modules: calling for care: the telephone in customer service; taking responsibility for conflict; difficult people: strategies for successful solutions; RX (prescription) for stress management; team building: working effectively in groups; handling change in the healthcare environment; and working together with our differences. All modules follow the same format, consisting of a training process guide for trainers that includes the following: learning objectives, competencies, procedures for trainers and students, vocabulary discovery, use of quoted material, use of job-specific materials, and learner assessment with an answer key; and a participant packet that includes learning objectives, learner preassessment, activity sheets, and information sheets. (KC)
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Practitioners; Teachers
Language: English
Sponsor: Office of Vocational and Adult Education (ED), Washington, DC. National Workplace Literacy Program.
Authoring Institution: State Univ. of New York, Albany. Rockefeller Coll.; Eddy/Northeast Health, Troy, NY.